Julie Corbett
Wallagoot,NSW
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Shared Services Support Officer Grade 3
TRANSPORT FOR NSW (TFNSW)
01.2021 - Current
- Provide high quality customer service by interpreting and resolving first contact enquiries from internal customers
- Communicate with customers in a courteous and empathic way, demonstrating willingness to assist and a commitment to providing high quality service
- Provide guidance to internal customers, referencing shared service knowledge articles and follow procedures to provide consistent information
- Determine and escalate complex enquiries and transactions via the correct protocol, to ensure best resolution for customer across the service line
- Meet individual KPI's as assigned by management and work cooperatively within my team to achieve team objectives. Sharing knowledge to colleagues for continual improvement of skills and development with our team
- Attend regular meetings and provide input where required to ensure continued improvement for the team
- Use of computerised systems, technology and telephony systems to undertake work tasks. Enter data to maintain up to date records for service improvement and team members
Tour Consultant (School Excursions)
Away We Go Tours
07.2019 - 12.2020
- Streamlined the booking process for increased efficiency, improving client relations and overall experience.
- Maintained accurate records of all transactions, guaranteeing accountability within financial reporting processes.
- Stayed current on industry developments through attending trade shows, conferences, and participating in professional networking events.
- Organized group tours efficiently, coordinating logistics and communication between multiple parties for seamless experiences.
- Collaborated with travel suppliers to negotiate competitive rates, resulting in better value for clients.
- Optimized itinerary planning with thorough attention to detail, maximizing customers'' vacation time while minimizing potential complications.
- Designed custom tour packages to meet unique client needs, ensuring memorable vacations tailored to individual preferences.
- Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Followed up with customers to increase customer service with travel plans.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Collaborated with colleagues to create and promote special travel packages.
- Updated and maintained customer databases to increase customer retention.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
Customer Service Officer
Bega Valley Shire Council Bushfire Recovery Centre
01.2020 - 04.2020
- Enhanced communication among team members during emergency situations for efficient response and resolution.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Scheduled office meetings and client appointments for staff teams.
Customer Services Officer - Call Centre
Australian Defence Force
02.2018 - 07.2019
- Streamlined call centre operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed and enforced policies and procedures for compliance with company policies.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Maintained up-to-date knowledge of products and services offered to customers.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
Tour Consultant (School Excursions) / Accounts Asst
Away We Go Tours
02.2013 - 01.2018
- Refer to previous job description for Away We Go Tours
- Set up and updated Excel spreadsheets to track financial data.
- Completed accurate bank reconciliations, identifying errors and rectifying any discrepancies promptly.
- Assisted in the preparation of monthly financial statements to provide insight into company performance.
- Enhanced financial accuracy, maintaining detailed records of all transactions and bank deposits.
- Ensured prompt payment of invoices, negotiating with vendors to secure favorable terms and discounts.
Owner General Store/Newsagency
Berridale Trading Company
03.2004 - 11.2012
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Trained and motivated employees to perform daily business functions.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
Cutomer Service Officer/Office Administration (School Excursions)
Alpine Accommodation / Cooba Sport & Education Centre
01.2000 - 02.2004
- Refer to Away We Go tours job description
Education
High School Diploma -
Maryvale High School
Latrobe Valley10.1981
Skills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
Certification
- Introduction to Direct Care & Support Work Program, 06/18/20, ACSA
- Exceptional Customer Service Certificate, 11/08/18, TAFE
- Managing Challenging Customer Contact Situations - Training Workshop, 05/31/18
- Cert IV Bookkeeping, 12/10/12, TAFE
- Statement of Attainment in Complex Word Processing and Spreadsheets, TAFE
HOBBIES
Gym, Bushwalking, Fishing, Golf, Cooking
References
Narrele Kelley, Manager, Away We Go Tours - 0449 934 767
Denise Wright, Personal Reference - 0468 964 450
Kathryn Purcell, Team Leader, Shared Service Consultant, Grade 5 - Bega Office - TfNSW - contact information on application
Jarrod Whitley, Team Leader Procurement, Grade 7 - Wollongong Office - TfNSW - contact information on application
Timeline
Shared Services Support Officer Grade 3
TRANSPORT FOR NSW (TFNSW)
01.2021 - Current
Customer Service Officer
Bega Valley Shire Council Bushfire Recovery Centre
01.2020 - 04.2020
Tour Consultant (School Excursions)
Away We Go Tours
07.2019 - 12.2020
Customer Services Officer - Call Centre
Australian Defence Force
02.2018 - 07.2019
Tour Consultant (School Excursions) / Accounts Asst
Away We Go Tours
02.2013 - 01.2018
Owner General Store/Newsagency
Berridale Trading Company
03.2004 - 11.2012
Cutomer Service Officer/Office Administration (School Excursions)
Alpine Accommodation / Cooba Sport & Education Centre
01.2000 - 02.2004
High School Diploma -
Maryvale High School
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